RVing Virtual Assistant

As
my regular readers know, I’m now living and working full-time in my
RV. My intention, as an RVing Virtual Assistant, is not to spend a lot
of time on the road. Rather --- to immerse myself in the local culture
of various communities and give myself time to really learn about
places I’ve never visited before. Having spent the last 30 years “out
West,” I’ve been rediscovering my Midwestern roots while in
Springfield, Missouri. Springfield has taught me one BIG lesson ---
each area of this country is unique --- and each area has a great deal
to offer in terms of business styles.

Frankly, had anyone asked me --- I’d never have considered Springfield, Missouri, a “Southern” city. But it’s as Southern
as they come. Once I got used to designating “unsweetened” iced tea in
restaurants, I quickly learned that the pleasant ways of the Old South
are alive and well in Springfield. People speak, wave, nod their head
when they pass. They let you go first down the aisle in the grocery
store. They still carry your bags to the car. Bank tellers notice when
you appear in their line for the second time in a month. And they’ll
actually stop and ask if they can help when they see you struggling
with something heavy.

As a small business owner this is of
particular interest to me. Why? Because it makes me want to return to a
business when I’ve been treated unusually well. I will drive a few
blocks more to visit the best health store in Springfield (Mama Jean’s
Natural Market - http://www.mamajeansmarket.net/)
because of the lady who took time to help me find a special product I
was hungering for. Last fall we repeatedly bought sodas and gas at a small
store down in Rockaway Beach because the clerk took time to explain
what bait the trout bite on down there (unlike what we’d been told at
the sporting goods store up here in the “City”) and after following her
advice we actually CAUGHT enough trout to have a good mess of fish for
dinner that night. And the librarian who responded to my email and
helped me get a library card really made my day. As an avid reader and
researcher, I love Springfield’s library system and have taken full
advantage of the opportunity to use it --- thanks to this lovely and
gracious woman who took additional time to explain some of
Springfield’s history to me.

All this Southern kindness made me
stop and think about my own business policies. I have always tried to
go the extra mile with my clients. Good service has become increasingly
rare in this age of computers and speed. The rat race has overcome
many. One of my reasons for leaving the conventional office environment
behind was my desire to give my clients
more personal attention. My clients are used to calling me with
questions on everything from filing deadlines to help fixing footers in
WORD. They know I’ll take care of them – if the software question is
tricky, I’ll have them send me the document so I can fix it myself and
return it immediately – generally without charge. And I know the next
time they have a paying project that’s appropriate for my involvement,
I’ll hear from them. In other words --- I give them a reason to come
back!

One of the local news broadcasters likes to remind folks
here that the Ozarks is where you can still find “Mom and Pop
operations.” To some that would be a derogatory statement. To me it
pretty much summarizes what I want my business to be – a place where
people know they will be served well by me and where they know their
business is appreciated.

My friend’s husband has his own auto
restoration business and he just had open heart surgery. Recently I
drove him to his bank --- a small, locally owned operation where he’s
banked for more than 10 years. The teller at the drive-through window
not only recognized him (way over in the passenger seat), but knew he’d
had surgery and asked how he was doing. We then hit my favorite grocery
store (Harter House) and his usual
cashier and several other staff members greeted him warmly, with
genuine concern for his well-being. This was the same store that
shocked me on my first visit when one of the managers insisted on
carrying the grocery bags to my car. When you buy meat from their
marvelous meat counter the butchers ask if you want items broken down
into separate packages --- a real blessing for a single person like me!

Take
a little time and think about YOUR business practices. Are you doing
all you can to encourage customers to return? Do you know enough about
their businesses to offer helpful suggestions? Are you going the extra
mile to make sure they get what they need from your projects? Do you
add that little dollop of cream with a cherry on top? When they
approach you about a new project, do you let them know how glad you are
they have come to you and not that big box store down the freeway? When
you haven’t heard from them in a while, are you checking to see how
they are doing?

Much has been said about the economic
downturn. My personal feeling is it works to the advantage of small
businesses like mine. Large corporate businesses are locked into rules
and regulations imposed by a “front office.” We, on the other hand, can
adjust to our client’s needs and keep that sale from going down the
street. Last night’s news broadcast contained an interview with
businesses in a small community near Springfield (Ozark, MO). Several
business owners repeated the same mantra: We go out of our way to be
friendly and give visitors something extra. After all, why else would
they come back?

Businesses large or small could certainly
benefit from a large dose of Southern hospitality. It’s more than
cornbread and fried chicken. It’s that sense that these folks are your
friends and neighbors and – good or bad – you are all in this
together! Let your clients know you really care about them. And bless
your heart, ya’ll come back now!!

Don't be afraid --- make new friends. Try something new. It's good to break out of the routine sometimes! And take a moment to relax and meet some of my favorite friends. Laughing is good for the soul and you'll find more than one laugh in here. Enjoy!

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